Formal casework decisions from the Housing Ombudsman Service on complaints against social landlords in England. Decisions include maladministration findings, reasonable redress, and cases outside jurisdiction.
The complaint is about the landlord’s decision not to compensate the resident for damage to the flooring and walls, caused by a leak at the property. The complaint is also about the landlord’s communication and complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB).
The complaint is about: The landlord’s handling of the resident’s reports of antisocial behaviour (ASB). The landlord’s handling of reports of ASB made about the resident.
The complaint concerns the landlord’s response to the resident’s reports of noise emanating from the water tanks in their building.
The complaint is about the landlord’s response to the residents reports of: Anti-social behaviour (ASB) and drug use at the property. The landlord’s complaint handling.
The complaint is about the landlord’s response to the residents reports of: Mould and damp within the property and the installation of extraction fans. Damage to the resident’s belongings from mould and damp. Its complaints handling. The effects of the mould on the resident’s physical and mental health.
The complaint is about: The landlord’s response to the resident’s reports of ASB. The landlord’s response to the resident’s requests for a copy of her tenancy agreement. The landlord’s handling of the resident’s complaint.
This complaint is about: The landlord’s response to the resident’s reports of water ingress in her lounge in 2018. The landlord’s refusal to consider the resident’s complaint of 4 April 2020 about the level of compensation it had offered in response to her complaint about the water ingress in her …
This complaint is about the landlord’s handling of arrears on the resident’s rent account and the support offered in respect of the resident’s mental health concerns. The resident’s concerns were dealt with over six separate complaints: The landlord’s handling of the resident’s Section 21 notice in August 2019 and the …
The Complaint is about the landlord’s response to residents’ reports about: Repairs to the kitchen at the property including cupboards, mixer tap and linoleum flooring. Repairs to the electric cooker. The landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s report of anti-social behaviour (ASB) in relation to an incident on 27 June 2020.
The complaint is about: The landlord’s handling of report of a sewage leak and concerns about drainage in the property. The landlord’s decision to enact its safeguarding policy and contact the emergency services. The landlord’s handling of a fraud investigation by the local authority.
The complaint refers to: The landlord’s handling of a reported leak into the resident’s property. The level of compensation offered by the landlord following the leak.
The complaint concerns the landlord’s: Handling of repairs following a leak from a radiator. Decision not to replace the living room flooring damaged by the leak. Insurance provider declining the resident’s request for compensation for damage to her possessions caused by the leak.
The complaint refers to: The landlord’s handling of the resident’s reports of antisocial behaviour and noise nuisance.
The complaint concerns: The landlord’s handling of outstanding defects at the property. Breaches of data protection regulations by the landlord. The condition of the wiring in the property.
The complaint is about: The managing agent’s response to the resident’s reports of defects in the property including issues with the property’s heating system and Heat Interface Units. The managing agent’s response to the resident’s reports of a defect to the windows in the property.
The complaint is about the landlord’s response to the resident’s reports of mould in her property.
The complaint is about: The landlord’s refusal to consider the resident’s complaint raised on 27 May 2020 regarding the conduct of a member of staff who handled his previous complaint. The landlord’s rejection of the resident’s 21 July 2020 complaint on the basis that it was vexatious.
The complaint is about the landlord’s response to the resident’s: Reports of anti-social behaviour (ASB). Request for soundproofing in the property. Complaint handling.
The complaint concerns: The landlord’s handling of repairs to the bathroom. The level of compensation offered by the landlord in respect of this issue. The conduct of the landlord’s contractors when carrying out the repairs.
The complaint is about the landlord’s: Application of the single person discount in respect to the resident’s water bill. Handling of repairs to the resident’s windows. Handling of the resident’s reports of damp and mould in his property.
The complaint is about: The time taken to arrange/undertake the repairs reported, following the installation of the resident’s new boiler. The landlord's handling of the resident’s reports of a chip in the edge of the kitchen table. The landlord's operative arriving at the resident’s property earlier than expected. The landlord's …
The complaint concerns the landlord’s handling of the resident’s reports of damp and mould in her property.
The complaint concerns the landlord’s handling of the resident’s: request for compensation for items she had purchased for the property. request for her previous complaint about issues including anti-social behaviour (ASB), staff conduct and repairs to be reinvestigated as she did not agree with the outcome. reports of outstanding repairs …
The complaint is about the landlord’s handling of attempts to access the resident’s property to resolve an issue with the fire panel, and its response to his subsequent formal complaint.
The complaint is about the landlord’s response to the resident’s reports about:
The complaint is about the landlord’s decision to decline the resident’s request to install fencing outside his property.
The complaint refers to: The landlord’s response to the resident’s request for the decorative flagstones and pathway in her garden to be replaced due to health and safety concerns.
REPORT COMPLAINT 202015383 LiveWest Homes Limited 22 June 2021 Our Approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the case. This […]
The complaint concerns the landlord’s decision to decline the resident’s request for a fence to be installed at the back of the garden.
The complaint is about the way the landlord has handled the resident’s reports of antisocial behaviour (ASB).
The complaint is about the landlord’s handling of the resident’s complaint about the advice and support it gave her in relation to the sale of her property.
The complaint refers to the resident’s concerns about: The landlord’s decision to fund days out for its tenants. Fire alarm testing at the property. Staff conduct and professionalism.
The complaint concerns the extent of repair and redecorating works offered by the landlord following a roof leak.
The complaint is about: the landlord’s response to resident’s complaint about its handling of repairs to resolve damp and mould. events after the final complaint response of 16 October 2020.
The resident has complained that: The landlord’s management of parking by the leaseholders’ contractors is unfair in comparison to the landlord’s own contractor’s parking. The resulting formal complaint was not handled correctly.
The complaint is about the landlord’s response to the resident’s requests for cyclical works and maintenance to the property.
The complaint is about the landlord’s response to the resident’s concerns about its refusal of her Voluntary Right to Buy (VRTB) application.
The complaint concerns the landlord’s handling of: The resident’s reports of antisocial behaviour by his neighbours. The resident’s associated complaints.
The complaint is about: The condition of the property following a mutual exchange. The landlord’s response to reports of a missing window following the mutual exchange. The landlord’s response to the resident’s reports of mice infestation, missed bin collections, and ASB.
The complaint is about the landlord’s:
The complaint is about the landlord’s response to reports of anti-social behaviour (ASB).
The complaint refers to: The landlord’s response to the resident’s request for compensation for the interruption of the gas supply to the property. The landlord’s handling of the resident’s Subject Access Request. The landlord’s communication and handling of the associated complaint.
The complaint concerns the landlord’s response to the resident’s reports of condensation on her windows.
The complaint is about: The landlord's response to the resident’s report that a leak from her toilet in 2020 had caused her water bill to increase. The resident’s concerns about her increased water usage between 2016 and 2020, which she says was caused by leaks in her property.
The complaint refers to: The landlord’s response to the resident’s reports of antisocial behaviour (ASB) and noise nuisance from her neighbour. The resident’s concerns about the landlord’s handling of her Freedom of Information request.
The complaint concerns: The landlord’s handling and administration of the resident’s service charge payments. The level of the service charge. The landlord’s handling of the formal complaint about these matters.
The complaint is about the landlord’s handling of the resident’s reports of Anti-Social Behaviour (ASB).
The complaint refers to: The landlord’s handling of the major adaptations to the resident’s property. The resident’s concerns about delays caused by the local authority and its appointed contractor in completing the adaptations.
| Decision year | Maladministration | No maladministration | Other |
|---|---|---|---|
| 2019 | 1 | 0 | 0 |
| 2020 | 60 | 42 | 35 |
| 2021 | 875 | 557 | 544 |
| 2022 | 1,092 | 468 | 400 |
| 2023 | 2,222 | 384 | 269 |
| 2024 | 3,021 | 247 | 272 |
| 2025 | 4,469 | 512 | 708 |
| 2026 | 1,513 | 197 | 215 |